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Customer Service Representative in Mount Laurel, NJ at PHH Mortgage Corporation

Date Posted: 2/13/2019

Job Snapshot

Job Description

Description
Customer Service Representative I
POSITION SUMMARY:
This position acts as a focal point for incoming first mortgage phone inquiries on customer service line. Customer Service Reps interface continuously during the day with mortgage customers to answer phone inquiries on any of PHH products or services.
JOB FUNCTIONS AND RESPONSIBILITIES:
  • Listen to incoming phone calls from customers regarding their mortgage loan, identify the reason for the phone call and provide the customer with an appropriate response
  • Analyze information provided by customers, diagnose root causes for their problems/concerns and offer viable options/solutions to resolve their problems/concerns
  • Utilize scripted materials to provide solutions to customers
  • Collaborate with internal resources to resolve more complex problems

Qualifications
QUALIFICATIONS:
 
  • High School Diploma
  • Flexible in schedule availability - scheduled shifts may change per business needs
  • Experience with Black Knight, Speedpay, CIV call center systems preferred
  • Experience with Customer Service Call Center technology preferred
  • Ability to work independently
  • Outstanding communications skills (including verbal, written and listening skills)
  • Excellent active listening and analytical skills
  • Ability to build rapport over the phone
  • Problem solving and decision making abilities
  • Well organized, paying close attention to detail
  • Execute and prioritize multiple tasks
  • Professionalism
  • Flexible and adaptable to change
  • Ability to build relationships (respect, trust, consensus)
 
WORK SCHEDULE OR TRAVEL REQUIREMENTS
  • Shifts and Schedules:  Our call center hours of operation are Monday – Friday 8:00am – 9:00pm, Saturday 8:00am – 5:00pm.  Shifts will fall into those timeframes with all reps working a rotating Saturday (you will have 1 day off during the week of your rotating Saturday). 
  • Scheduled shift changes as a result of business needs (associate must be flexible)
PHH Mortgage, a wholly owned subsidiary of Ocwen Financial Corporation, is one of the largest subservicers of residential mortgages in the United States. PHH Mortgage provides servicing solutions to companies who own mortgage servicing rights and offers portfolio retention services to extend and enhance customer relationships.
Located in Mount Laurel, New Jersey, PHH has been providing mortgage lending and servicing solutions since 1984 and is dedicated to responsible and ethical practices while delivering an exceptional customer experience. We strictly focus on subservicing and portfolio retention allowing our diverse professional clients – representing some of the largest and most recognizable financial and wealth management institutions, investors of MSRs, regional and community banks, and credit unions – to concentrate on their core businesses, while providing borrowers with exceptional customer service throughout the life of their loans.
Adhering to the highest levels of risk and compliance, built to bank-like standards, we build relationships with our clients and their customers to promote a philosophy of retaining “customers for life.” We strive to be a natural extension of each client’s team, helping them to keep their expenses down, borrowers satisfied and service levels up while meeting today’s regulatory demands and changing market conditions.
 
Ocwen is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Primary Location
US-NJ-Mt. Laurel

Job
Customer Service